What's the latest workplace stress?

One critical factor is causing people to take days off work and is contributing to mental illness.

By Kate Jones

18 August 2015 — 11:09am

Putting on a happy face may be one of the most stressful tasks for workers. New research shows faking emotions is driving some workers to breaking point.

A type of workplace stress called emotional labour is taking its toll on staff and workplaces. A study by University of Sydney Business School researchers Anya Johnson and Helena Nguyen found workers who suppress their emotions are taking an extra six to eight days off work a year. They are also more likely to suffer post-traumatic stress disorder and other mental illnesses.

Julie Sweet: Controlling facial expressions and emotions are part of the job.

Photo: Supplied

Workers hide their real emotions to please customers, patients or even bosses and for some, it's a day-to-day demand, Johnson says.

"I think it's mostly assumed that's just a natural part of life and we just do it as a normal course of events without necessarily considering it as a demand in the workplace," Johnson says.

"We found it not only leads to emotional exhaustion and people taking more time off work, it has implications for job turnover and for organisations because it means they're constantly having to backfill positions."

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Nurses and parking officers were among those interviewed for the study, which is titled When the Going Gets Tough, the Tough Keep Working: Impact of Emotional Labour on Absenteeism.

But emotional labour can be found in most high-stress professions, Johnson says.

"There's a whole group of occupations in the literature known as the dirty work," she says.

"It's really any role where you interface with the public in some way on behalf of your organisation. Whether you're sitting on a phone dealing with complaints or you're a funeral director, all of these jobs require you to manage emotions and regulate your emotions in a way that enables you to do the job regardless of how you feel inside."

Sydney psychotherapist Julie Sweet works with adult survivors of child abuse and says controlling facial expressions and emotions are part of the job.

"Surface expressions are necessary because it's not safe for you or the client to express your every emotion," she says.

"You have to show emotions because you don't want to be frozen, but of course you're not going to break down and start sharing your own stories."

Despite the distressful information Sweet is privy to each day, she says her job is rewarding and fulfilling. She credits clinical supervision for enabling her to listen to and counsel her patients.

"The only way I personally combat it is with self-care and supervision," she says.

"Supervision is mandatory and I also engage in personal psychology. I'd be lost without both."

Australian businesses fork out $12 billion each year for absenteeism. Presenteeism, or being at work but not full functioning, is a major contributor.

Psychologist and workplace mentor Lindsay Spencer-Matthews says there are ways to ease the emotional burden on those who fake it through the day.

1. Keep the upsides in mind

Review the genuine benefits of the job. Make a list of advantages and disadvantages to weigh up your next move, Spencer-Matthews says.

"If your list of benefits is outweighed by the list of challenges then look on the current job as a stepping stone to your next work opportunity," he says.

"Your next job will usually be easier to obtain if you are currently employed - even that knowledge is a win."

2. Examine causes of negativity

Genuinely consider whether feeling miserable about difficult experiences and events really helps you in any way.

"If the answer is no, then actively dedicate your intentional mind to reducing the miserable feeling and increasing a more helpful feeling," Spencer-Matthews says.

"You are a function of your own thoughts and the discipline of intentional thought can make a real difference."

3. Take care of yourself

Ensure you are taking steps to help deal with upsetting things you may have to handle at work.

"Self-care is the things you do that help sustain and renew your own sense of wellbeing," Spencer-Matthews says.

"Hobbies, friends, and meditation are all examples of self-care activities which will renew the batteries and make the misery seem less overwhelming. If you are not looking after yourself then why would you expect other people to look after you?"